Marketing Management
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Item Impact of Service Quality on Customer Satisfaction with Special Reference to Mobile Telecommunication Industry of Sri Lanka(Sri Lanka Journal of Marketing, Department of Marketing Management, University of Kelaniya, Sri Lanka.Vol 3 No 1, 2017) Dharmadasa, S.A.; Gunawardane, N.Along with globalization, new technologies are introduced to the mobile telecommunication industry in order to enhance service quality which is consequential to attract and retain rational customers. Empirical evident is available between service quality and customer satisfaction of mobile telecommunication industry in Sri Lanka. However, researchers saw that measurements of service quality are different from country to country. Hence, research findings of different other countries could not be generalized to Sri Lankan context. Thus, there is a requirement to research the impact of service quality on customer satisfaction in mobile telecommunication industry in Sri Lanka in order to enhance the customer satisfaction. Data were collected from 388 customers of mobile telecommunication industry. Convenient sampling method was used to select the sample. Data were collected through a structural questionnaire and SERVPERF model was used. Results revealed that the major dimensions of service quality which impact to customer satisfaction are empathy, tangible and reliability. Other dimensions are responsiveness, assurance and technical quality do not impact on customer satisfaction. And, perceived value doesn’t moderate the relationship between service quality and customer satisfaction in mobile telecommunication industry in Sri LankaItem Determinants of customer satisfaction level in tourist hotel industry with a special reference to the north of Colombo(The International Institute of Knowledge Management, Colombo, Sri Lanka, 2015) Herath, H.M.R.P.; Cooray, N.H.K.; Perera, H.S.P.Tourism industry today is one of the world’s fastest growing industries. Sri Lanka with its glorious past has ensured that the present and subsequent generations that have plenty of historical and cultural heritages to be proud of. Tourism Industry is playing a vital role in the GDP of Sri Lankan Economy. In today’s context the tourism industry is growing rapidly after the war in Sri Lanka. Therefore tourist hotels and Sri Lankan government are responsible to attract the tourists to the country so they must precisely identify what their needs and wants are, particularly with what they are unsatisfied. Therefore identifying determinants of customer satisfaction level in tourist hotel industry is very crucial to increase the customer satisfaction in Tourist Hotels. The main objectives of the study is to find out the determinants of customer satisfaction level of tourist hotel industry in the North of Colombo and measure the relationship between the identified determinants on customer satisfaction level of tourist hotel industry in the North of Colombo. The data were collected from 100 tourists based on convenience sampling technique. These 100 tourists were boarded in the North of Colombo Hotels. The data were collected through a structured questionnaire and the hypotheses were tested using correlation analysis which clearly identifies the relationship between the dependent and the independent variables. This data was further analyzed on different factors and researcher tried to find out the impact of various factors on overall tourist satisfaction. The satisfaction was also analyzed gender wise, which gave an idea that in overall women are more satisfied than men. The recommendations were also then made for the Sri Lanka tourist hotels to enhance their level of customer satisfaction.